Customer Service Representative

Description:

Function & Responsibility

Receives (by telephone, email or teams) requests for quotations, orders, and lead times from customers. Make quotations on standard items, enter orders, and relays pertinent order information to customers. Coordinate with other departments in handling of purchase orders and providing excellent service to customers.

Primary Responsibilities:

• To answer sales and customer service calls from our customers in a timely and friendly manner.
• Advise customers on various aspects of product line.
• Makes price quotations immediately by phone and email on price book items.
• Prepares forms for price quotations on items not contained in price book and forwards to clerk for preparation of quotations.
• Checks with credit department concerning credit status of customer when rush orders are received.
• Follow up on inquiries regarding delivery information.
• Work closely with expeditor in production control regarding deliveries of scheduled shipments.
• Handles the needs of sales representatives and customers by area of the United States.
• Makes price quotations immediately by phone on price book items. Prepares forms for price quotations on items not contained in price book and forwards to clerk for preparation of quotations.
• Maintains files of active orders and posts activity such as change notices, scheduling changes, partial shipments, and credit changes.
• Act as an initial contact in investigating and resolving when possible any issues arise in the course of providing service.
• Input accurate information into the order system; ensuring all records and required information is retained on each customer’s account.
• Perform other job duties as assigned.

Requirements:

• Possess current and comprehensive skills and knowledge to perform all parts of the job efficiently and effectively.
• Good communication skills, both written and verbal.
• Excellent telephone skills including the ability to listen effectively to customers.
• Ability to apply tack and diplomacy to any given situation.
• Ability to help resolve and follow problems through to a satisfactory conclusion.
• Proficient in PC computer skills with the ability to use the company standard systems software.
• Ability to remain calm and work under pressure.
• Excellent sales skills with the ability to not make the customer feel pressured.
• Effectively utilizes time and resources.
• Works well in a fast paced environment and has the ability to make quick decisions.
• Has the ability to interface positively with all levels of employees.
• Must be able to effectively communicate with all levels of personnel.

Minimum Qualifications

• High school diploma preferred; experience will substitute for education.
• At least 3-5 years customer service experience handling the responsibilities outlined above.
• Typing skills and some knowledge of CRT necessary (40-50 wpm).
• Previous background should include knowledge of parts and nomenclature as well as demonstrated ability to deal with customers.